Business Systems Analyst Denver, CO;San Francisco, CA

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k) s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done  expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Team:

The Unified Service Platform (USP) product team serves as Gusto’s architectural backbone, responsible for engineering the intelligent, AI-driven ecosystem that brings GTM and Service operations into alignment. Our mission is to replace fragmented point solutions with a singular System of Intelligence—a digital exoskeleton that strips away administrative friction so our teams can focus on what matters most: our customers. Through our commitment to a One Gusto experience, we provide the platform that ensures every internal interaction is backed by the full context of the customer journey.

We are an AI-native team building “agentic” solutions that transform how work happens. By mastering the AI-Human-AI loop
, we own the delivery of a seamless, cross-channel journey across voice, chat, and email. Our goal is to ensure that our internal technical excellence creates an instant, easy and effortless experience for every business Gusto serves.

• Drive Platform Excellence:
  Lead system improvements through effective requirements elicitation, configuration, administration, development, and application support for our Salesforce platform — ensuring it scales with Gusto's growth.
• Lead Cross-Functional Delivery:
  Manage projects and partner closely with cross‑functional teams to roll out new systems, reduce process inefficiencies, and deliver measurable impact across the organization.
• Own the Integration Ecosystem:
  Manage integrated applications and third‑party suppliers — including NICE CXOne, Qualtrics, Gong, Chili Piper, Outreach, Ring Lead, Catalyst, and more — ensuring seamless connectivity across the GTM tech stack.
• Be a Technology Strategist:
  Partner with stakeholders to take ownership of the roadmap and tools they depend on, driving efficiency and enabling Gusto to scale with confidence.
• Build Exceptional Gustie Experiences:
  Design and maintain best‑in‑class experiences using Salesforce Service and Sales Clouds, with a focus on usability and adoption.
• Own Lead‑to‑Cash:
  Be accountable for the vision, strategy, and roadmap of our lead‑to‑cash capabilities — ensuring end‑to‑end process integrity across the revenue lifecycle.
• Champion Change Communication:
  Own the communication of platform changes to end users and stakeholders, driving clarity and adoption at every stage.

• Revenue Systems Veteran: 7+ years of experience as a Business Systems Analyst supporting Revenue organizations, with a proven track record of designing and supporting large‑scale, technically complex Salesforce solutions.
• Salesforce Strategist: 4+ years of strategic Salesforce ownership, including defining the platform's vision, roadmap, and prioritization — with deep knowledge of best practices for Salesforce architecture and governance.
• GTM Tool Expert:
  Comprehensive knowledge of GTM tools (e.g., Salesforce, NICE CXOne, Chili Piper, Ring Lead, Zoom Info, CPQ, or related technologies) and the ability to manage integrated third‑party applications end‑to‑end.
• AI Builder & Fast Learner:
  Demonstrated comfort using AI tools (e.g., Claude, Copilot, or similar) to accelerate development, generate code, and write requirements — and a genuine eagerness to upskill in an AI‑native, fast‑paced environment.
• Analytical…